Kimberly Mantuano

Thank you, Christie Dickerman! 

I'll ask again to Zendesk.

What can all interested Zendesk clients do to move this up on Zendesk's priorities? I've requested this through a relationship manager, in online discussions (like here), and in your focus group. We've even offered to pay for this improvement without Zendesk commitment. 

Many of us are in software as a service, so we understand a pipeline and priorities. Surely there is a way to bring this up on Zendesk's list. Help us help you help us! What effective steps can we take?

Shawna James What can all of us do (all interested Zendesk clients) to move this up on Zendesk's priorities?

Shawna James This is great news! I've reviewed the documentation, but can't identify where to update mention ability. Can you provide instructions on how to add mention ability for a particular user or a role? We have the appropriate plan according to the documentation.

Adding to this thread that Light Agents really need to be able to @mention agents. When that Light Agent receives notification of when they were @ mentioned by another agent, it's expected that the Light Agent would then respond with a mention to the next accountable agent. 

@zendesk, can you provide a response to confirm that this is on the roadmap anytime soon?